Aubyn Hill
I FIRMLY believe that we do not celebrate enough, the people who deliver good service to their customers. This week my assistant was so elated with the excellent service she received from a number of service providers to our company that she simply had to share the experiences with her colleagues. It gave me the idea that from time to time I will seek out true practical examples of exemplary customer service by individuals and companies and share them with you. My office is located downtown and I start there.
AN OUTSTANDING HEART TRUST/NTA GRADUATE
Our first delightful experience involved an alarm technician who was contracted by Hawkeye to carry out an assignment at our office. From the very first encounter, he displayed a very gracious and professional attitude. He identified himself, explained what he was contracted to do, described how he would undertake the task, advised over what period of time the work would be done, gave an update at the end of each day and reminded us what would be done the following day. He was careful to clean up when his work was completed for the day and he stored neatly his many tools and implements. After he completed the job, we had an additional requirement, so we called him. Again this professional responded promptly and was consistently excellent in carrying out the second leg of the assignment.
The gentleman who won over my assistant with his pleasant can-do attitude and very gracious manner is Leaford Allen. He was trained at the Tower Street Training Centre, where he did electrical installation for one year. He then went to the HEART Trust/NTA Portmore Academy for another year. He was employed at Brinks, where he received on-the-job training and seemed to have established and perfected the art of alarm installation. He is a treasure to our workforce and a fine example of a person with the right attitude toward his customers.
WILLINGNESS TO HELP AND A POSITIVE ATTITUDE
We needed some printed stationery rather urgently and my assistant was facing some difficulty in getting feedback from suppliers. However, when she was referred to The Herald Printers on East Street, she ended up with a very positive experience. Some clarifications that were sought and some instructions that were given - instructions she knows the average service provider would scoff at - were accepted with understanding, willingness to help and a positive attitude. In order to expedite delivery, interim stationery was promised and they were done and delivered at the exact promised time. To her, this "refreshing experience" was due to the hard work of Rodger Brown and his team of dedicated workers who have an attitude and disposition to please their customers. I would bet as well that Mr. Brown sets very high standards for his employees and then leads from the front by example.
GREAT CUSTOMER SERVICE
Another downtown company that gives really great customer service is Neveast Supplies Ltd. on Duke Street. As a stationery supplier, the staff of this company do go the extra mile to satisfy their customers. Both on the telephone and in person, Neveast staff members are very responsive, helpful and courteous with outstanding consistency. Diane Hylton is really superior as a front-line service provider and the corporate attitude to serve customers well is ably carried and demonstrated by gentlemen such as Clayton Scarlett and Steve Blackwood who facilitate the deliveries.
GREAT DOWNTOWN FOOD AND SERVICE
Those of us who work downtown need places to eat and there are some fine ones below North Street. The Kaieteure Foods Ltd. Waterfront Restaurant at Jamaica Conference Centre is very good. There is a really large variety of food, the servers and waiters are very gracious and helpful, the service is fast and the price is truly right. One reason for the excellent service has to be the personal care and attention given to the business and its customers by Bevon Morrison who owns and operates the restaurant.
Moby Dick that - by now - "world-famous" curry goat and curry chicken restaurant on Orange Street, between Harbour and Port Royal streets, is a rustic eating joint that caters to the rich and famous and everyone else who wants a great curry lunch. The prices are incredibly reasonable. Shereda McBean and her colleagues offer really friendly and fast service. All these customer service professionals look after their customers with a special kind of gracious, responsive and professional downtown pedigree. Let us use and celebrate their services.
Aubyn Hill is managing partner of Corporate Strategies Limited, a restructuring and financial advisory firm. Respond to: writerhill@gmail.com.
